Florence has permitted its first Strategic Plan for Artificial Intelligence (2026–2028), outlining how town will undertake AI instruments throughout municipal companies whereas guaranteeing human oversight, information safety and moral requirements.
The plan, coordinated by town’s Innovation Department, positions Florence among the many first Italian cities to introduce a structured method to AI in public administration. It units clear ideas: AI programs won’t ever have autonomous decision-making powers and can at all times function beneath the supervision of educated employees. Each undertaking will embody a danger evaluation, a human rights influence analysis when required, and common monitoring.
The municipality has recognized 4 precedence areas for the primary pilot tasks: operational effectivity, determination help, citizen companies and cybersecurity.
Improving inside effectivity
AI programs will likely be launched to automate routine administrative duties corresponding to doc registration, classification and drafting. Algorithms will assist kind and course of massive volumes of correspondence (together with licensed e-mail, or PEC), whereas text-generation instruments will put together doc drafts to be reviewed and validated by human officers. The intention is to cut back time spent on repetitive work and enhance doc accuracy.
Decision help by means of information evaluation and “digital twins”
AI can even be utilized to analyse massive datasets to help city and social planning. The metropolis plans to develop digital twins—digital fashions of Florence that may simulate city, environmental and demographic eventualities. These will assist native authorities make data-informed selections on points corresponding to mobility, public areas, vitality use and tax evasion management, with better transparency and effectivity.
AI-powered multilingual chatbots for public companies
To enhance communication with residents, town will deploy multilingual generative chatbots obtainable 24/7 by means of its foremost contact centre (055055) and tourism platform Feel Florence. These programs will present prompt solutions in 13 languages for frequent requests, lowering wait instances and growing accessibility.
A pilot undertaking is already beneath method with “Festinalente,” a chatbot educated internally to offer steerage on residence registration procedures.
Cybersecurity with AI
Given the nationwide rise in cyberattacks—over 1,500 incidents had been logged in Italy within the first half of 2025—town will strengthen its defences with AI-based risk detection. The system will analyse community site visitors in actual time to determine phishing, superior threats and irregular exercise, reducing response instances and bettering information safety for residents and municipal programs.
Human oversight and coaching
All AI instruments will likely be launched step by step and designed to help, not change, human work. City workers, together with managers, will obtain particular coaching, whereas digital literacy programmes will goal residents—particularly these over 65—to assist them use public digital companies corresponding to on-line registries and healthcare portals.
Evaluation and accountability
The plan requires a evaluate each six months to evaluate effectivity, information safety, human rights compliance and environmental influence. It can even be up to date yearly to stay aligned with EU and Italian laws, together with the upcoming AI Act.
According to Innovation councillor Laura Sparavigna, Florence’s objective is to “lead digital change responsibly, combining effectivity, security and citizen focus.”
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